Sales and Customer Management Executive

Date: 02-Jun-2021

Location: Ho Chi Minh City, East Asia, VN

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each other's strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Contract: 1 Year with potential extension | Location: Ho Chi Minh City, Vietnam | Salary: Pay band 4/H (Start from VND 15,360,000 per month) | Start Date: ASAP

Role Purpose

The main duty of a Sales & Customer Management Executive (SCME) is to secure excellent sales results (new and existing students) in order to assist the Teaching Centre to meet or exceed its sales targets.

The SCME is also be responsible for delivering a seamless customer experience to customers when handling enquiries about British Council English language services and to provide a high quality, efficient and integrated pre and post-sale customer management experience for students and other customers across all British Council Services meeting Key Performance Indicators (KPIs).

Challenges & Accountabilities

The Vietnam Teaching Centre (TC) has identified ambitious expansion plans for the coming years. In line with these plans, the Sales and Customer Management team will be having the critical task of delivering growth in sales volume. We may also have an expanding examinations operation facilitating the taking of UK examinations, this is in accordance to our plan to grow our International English Language Testing System (IELTS) and APTIS customer base. Our customers engage with us face-to-face, online, through email and via the phone, and the Branch Manager will lead the team to ensure an efficient and effective level of service.

Main Accountabilities

1) Sales, Customer Care & Follow-up

To meet and exceed all sales (new and existing students) targets and KPIs as set out by the Teaching Centre.
Be accountable for individual’s & team’s monthly/quarterly sales (new and existing students) targets.
Provide consultation services to students or parents on British Council courses and be the Single Point of Contact (SPOC) for prospects, guiding them through the journey from first enquiry to final sale.
Administer placement tests to both local and overseas students where necessary, to ensure a good fit of products and learning needs.
to maximise opportunities for cross selling and up selling
Follow up with customers who had their consultations and/or placement tests but did not register with the purpose of offering them alternative solutions to enroll onto a British Council course.
to maximise conversion rates of enquiries/placement tests to registrations by following up telephone and email enquiries, ensuring smooth customer enrolment process.
To use Salesforce CRM to monitor daily sales performance so that appropriate actions can be taken to meet or exceed sales (new and existing students) targets.
Provide an exceptional level of sales and customer management to all customers to ensure that all their needs and requests are taken care of.
to revisit lapsed students via phone to reintroduce them to our products (warm calling).
to conduct phone-based surveys from time to time on why students did not register with us or return to us.
Register/reserve/waitlist students in appropriate classes and details are entered in the system accurately.

2) Customer Management

To provide British Council students excellent post-sales services so that they enjoy a good experience with the Teaching Centre.

Attend to all customers’ requests and enquiries through all British Council channels in a timely manner.
Ensure that all existing customers are informed of re-registration promotions and periods through various channels as appropriate (e.g. in writing, telephone calls, EDM).
Register/reserve/waitlist students in appropriate classes and details are entered in the system accurately.
To handle cash desk in the system accurately and payments received correctly for course registrations/placement test/examination registration and other products/services
Daily reconciliation of individual revenue
Ensure that all databases and reports are updated and recorded in a timely and accurate manner
To provide administrative support, as required, to enable excellent customer experience is delivered to students.

3) System

Be proficient in using relevant systems, such as CRM, British Council student registration systems (TCMS & OBS) and other IT systems or platforms used to ensure smooth operation of the British Council.

4) Product & Offer Knowledge

To acquire and maintain an excellent level of product knowledge at all times by attending product training and observing classes.
To acquire and maintain an excellent level of pricing, discounting and offer knowledge at all times through briefing and attending professional development and skills programmes.

5) Data collection and reporting

To input Teaching Centre data, following British Council guidelines, in the relevant systems and ensure that all databases and reports are updated and recorded in a timely and accurate manner.

6) Housekeeping

To ensure British Council promotional materials in public areas are up-to-date and professionally displayed with adequate copies.
To monitor equipment and furniture in the front of house to ensure they are in good working order/condition.
To ensure the front of house is well organised and tidy, meeting Council’s health and safety guidelines.

7) General

Comply with the Standing Operating Procedures (SOP) as per the job requirement
Any other duties as assigned by the Line Manager
Attendance at regular professional development, training and skills programmes as required
Full engagement with the performance management programme (PMPD)
Participate in projects as agreed in Performance Agreement
Attend and/or complete all British Council mandatory e-learning modules.

8) Other Responsibilities and Duties

As part of the wider Sales and Customer Management team serving both new and existing customers, you will be required to support and assist your colleagues from time to time in tasks that ensure the smooth running of the Centre. This may include covering duties at any of the branches of the Teaching Centre. This may also include participation at Open Days, Parent Events, Seminars, Evening Receptions and Offsite Branch and Examination Promotions, for example.

Provide participate and/or provide sales support in all sales and marketing events (in or out of the centre) with the purpose of creating awareness and generating leads for the centre.

Requirements

- Undergraduate degree

- At least 2 years work experience in a B2C customer management and/or sales environment

- Competent IT skills

- Excellent communication and customer relation skills

- Very good problem-solving skills

- Sales techniques

- Proficiency in drafting contracts and professional correspondence

- Working with Children

- Effective communication and engagement with children and their families

- Ability to work in a way that promotes the safety and well-being of children

Benefits

13th month salary
Standard working hours of 37.5 hours and five days a week
21 days of annual leave
15 days public holidays (combination of Vietnam and UK public holidays)
Group Insurance Program including Personal Accident Insurance and Health Insurance for 24 hour/day for you and your family members (Eligible spouse and children only)
Incentive scheme
Extensive training and development opportunities, both local and within the global network

Additional Information:

- The teaching centres operate Monday to Friday 8:30 am – 8:00 pm and on Saturday/Sunday from 08:30 - 6:00 pm. The post holder will be required to work a 5-day week on a shift system from Monday to Sunday. Evening and weekend working is required on a regular basis.

Closing Date

If this sounds like what you are looking for, apply today – or before we close this on 15th June 2021 (UK Time 23:59).

A connected and trusted UK in a more connected and trusted world.

Equality Statement

The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies.

The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please email askhr@britishcouncil.org